Roy Caligari is director of CBC International and is a silver affiliate of TATOC through it’s brand Resort Recoveries. Established in 1959, CBC is a debt collection agency and through Resort Recoveries specialises in the recovery of overdue accounts in the timeshare sector including the collection of outstanding management fees and finance payments. CBC International holds the internationally recognised Quality Assurance Accreditation ISO 9001:2008, is licensed by the Office of Fair Trading and acts for some of the largest resorts in Europe.
Life in the day of Roy Caligari
A typical day begins at around 8.30am by analysing emails sent directly to staff members who are personally assigned to each client case for collection. These emails may be from clients or owners, and are now the most common route for contact. Notifications of payments made via our website are also received by email, and these are advised to the client and recorded for invoicing by the case holder.
At around 9am we hold a brief meeting to decide who will take responsibility for any new enquiries received overnight. We focus on cases where payments are promised but have not been made and ensure that all files are being dealt with appropriately.
When we receive instructions to collect outstanding management fees, the process takes into account the requirements of the resort and the needs of the owners. We need to help achieve maximum income for the upkeep of the resort, while considering the needs of owners and ensuring they continue to visit their accommodation long-term. We want them to realise they are getting a first class holiday experience and value for money. The team needs to be au fait with all the idiosyncrasies of the clients and so our daily meetings allow information sharing and planning so that we can meet individual needs.
After that the process of debt collection begins and continues throughout the day. Collection contact can be by written word or telephone, and of course there are times when owners can become unhappy about paying, especially if their financial situations change
Issues that do arise are not restricted to finance and our involvement can bring out a whole host of reasons for the non-payment of fees.
In addition to achieving maximum settlement of arrears our resort clients want to keep the owner ‘on board’ so we frequently have to adopt a ‘balanced view’ showing a proportionate level of empathy. We make sure that the same person deals with the owner throughout the process so we can build up some degree of rapport.
During a typical day we can encounter issues for withholding payment of fees such as:
- Q – Maintenance fees have risen significantly and there is no explanation as to why.
- A – fees are reviewed by the committee at the annual meeting, which usually includes owner representation, and are increased in line with the expenses of running the resort. It is in your interest to pay the fees so that quality standards can be maintained. You did sign an agreement and are contractually obliged to pay the fees.
- Q – We were mis-sold by sales staff who promised XYZ if we signed-up but the promises never materialised.
- A – Please let us have specific details of the promises you mention. Were these verbal or written? We will investigate and revert back to you with our findings. You have owned and used the timeshare for several years, why has this not been brought up before?
- Q – We were told that the timeshare would be an investment and we would be able to sell anytime. We have tried to sell however we cannot find a buyer as it is not worth the price we paid.
- A - you have owned the timeshare for quite some time. At the time of sale it would probably have been true but investments and property values can decrease as well as increase so there are no guarantees. If you still want to sell we can refer you to TATOC and they will be able to advise you of a reputable organisation that can help to sell your timeshare. In the meantime the fees still need to be paid.
- Q – Too old/ill to use and cannot travel
- A – If you let us have details of your circumstances we can inform the resort and they will consider your position. In the meantime, the fees still need to be paid.
- Q – We haven’t been to the resort for years so why should we pay?
- A – Response – contractually you have an obligation to pay the maintenance fees. There may well be a rental programme offered by the resort, which may assist if you wish to enquire.
Quality checks take place throughout the day in order to ensure that efficiency levels are maintained and I am available to respond to any concerns that may arise. I am an accredited mediator, which means that any disputes that arise can be referred to me for amicable resolution if necessary. At the same time as our collection activity takes place we are in regular contact with our clients advising of progress and agreeing a way forward to resolve any issues that arise over payment. We keep them informed by email or spread sheet which provides a complete analysis of collections. This includes category of debt status by value so they know exactly where we are up to.
We operate during U.K. office hours and so as 5pm approaches we ensure that all outstanding emails have been dealt with and payments logged so that we are ready for the following day.
We feel that our success is due to the knowledge and understanding we have attained in the industry over many years. This is backed-up by our specialist division ‘Resort Recoveries’ which shows that we know what we are doing.
In addition, our quality assurance accreditation and membership of the collection services association, together with our affiliation to TATOC, assists clients to decide if we are the right people to deal with
We are able to take instructions on-line through our website, either individually or in volume through the use of our instruction spread sheet template designed specifically for the timeshare industry.
We can also trace owners that have moved without notification to the resort and this allows fee collections that would otherwise be lost.
“We feel that our success is due to the knowledge and understanding we have attained in the industry over many years. This is backedup by our specialist division ‘Resort Recoveries’ which shows that we know what we are doing”
This article has featured in the Autumn 2012 edition of Sharetime Magazine by TATOC. A PDF version of this article and the remainder of the magazine can be found by clicking here – http://sharetimemagazine.com/images/stories/sharetime11-fa.pdf